Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic
Melis Pamuk

Melis Pamuk

Istanbul

Overview

4
4
years of professional experience
1
1
Certification

Work History

Customer Experience & Service Performance Specialist

Delivery Hero
Istanbul
07.2022 - 09.2025
  • Managed BPO vendor performance by aligning operational metrics with core KPIs, specifically driving improvements in AHT and CSAT.
  • Improved CSAT by 15% by translating customer insights into actionable improvements within the app and internal tools.
  • Optimized end-to-end customer journeys across Türkiye, Europe, and APAC markets, aligning CX strategy with business and customer needs.
  • Monitored operational KPIs (AHT, SL, CSAT) to identify root causes, initiating continuous improvement initiatives.
  • Led process improvement and automation projects using Miro and Jira to enhance operational efficiency and reduce costs.

Operations Junior Specialist

Yemeksepeti
Istanbul, Turkey
06.2021 - 07.2022
  • Monitored service levels, implementing solutions to maintain operational continuity and improve customer satisfaction.
  • Optimised AHT, SL, and CSAT metrics through ongoing performance tracking and strategic adjustments.
  • Managed daily e-commerce operations in coordination with cross-functional teams.

Education

Bachelor's Degree - International Relations (English)

Dogus University
Istanbul
07-2020

Skills

  • Salesforce
  • SQL
  • Tableau
  • Jira
  • Microsoft Office
  • Miro
  • HPE Oneview

Certification

Sector-Oriented SQL Training from Scratch, Udemy (Jan 2026)

Languages

English
Advanced
C1

References

Onurcan Rodop

Customer Experience Manager, Delivery Hero

E: onurcanrodop@gmail.com

T: +90 539 727 83 83

Mert Mutay

Customer Experience Specialist, Delivery Hero

E: mert_mutay@hotmail.com

T: +90 543 839 56 22

Timeline

Customer Experience & Service Performance Specialist

Delivery Hero
07.2022 - 09.2025

Operations Junior Specialist

Yemeksepeti
06.2021 - 07.2022

Bachelor's Degree - International Relations (English)

Dogus University
Melis Pamuk